Offer summary

Qualifications:

High School Diploma or GED required., 2+ years of experience in network/IT systems and troubleshooting., Proficiency in hardware and software IT support, including Microsoft server and desktop operating systems., Basic networking knowledge and experience with Active Directory, O365, and Azure is preferred..

Key responsabilities:

Provide professional and timely support to clients from a remote environment.

Identify, troubleshoot, and resolve computer and network-related issues.

Manage incoming calls and maintain accurate ticket statuses while ensuring SLA timelines are met.

Collaborate with team members for efficient problem resolution and update tickets daily.

Endurance IT Services is a locally owned IT Services firm specializing in serving businesses in Hampton Roads and the Commonwealth of Virginia. Endurance offers a wide range of IT Services, utilizing proven methodologies to achieve world-class results. Endurance IT Service’s principals have over 40 years of collective Information Technology Consulting industry experience. In that time they have served numerous Small, Medium, Large & Enterprise clients in a variety of industries by bringing proven practices to the design and deployment of state of the art network systems that truly solve business problems. These engagements have provided our clients bottom line results. For a more detailed description of Endurance IT Services, including our company background, leadership team, client list, and career opportunities, and/or our service offerings, please tour the site and feel free to contact us with any questions you might have. Endurance IT Service’s principals have over 40 years of collective Information Technology Consulting industry experience. In that time they have served numerous clients in a variety of industries by bringing proven practices to the design and deployment of state of the art network systems that truly solve business problems. These engagements have provided our clients bottom line results. For a more detailed description of Endurance IT Services, including our company background, leadership team, client list, and career opportunities, and/or our service offerings, please tour the site and feel free to contact us with any questions you might have.

Job description

We are seeking a dedicated Managed Services Engineer for a full-time direct hire opportunity. This role is crucial for ensuring client satisfaction at Endurance IT (EIT). The Managed Services Engineer will uphold EIT’s company standards and core values while delivering exceptional support from a remote call center environment. The primary objective is to ensure timely incident resolution and superior customer service. Reporting to the Support Desk Manager, the Managed Services Engineer must perform each essential function satisfactorily and possess an in-depth knowledge of the EIT client base.

Responsibilities

Provide professional, timely, and polite support to all clients.
Maintain in-depth knowledge of tools and ticketing procedures.
Follow standard help desk protocols and guidelines.
Identify, troubleshoot, and resolve computer and network-related problems.
Understand client Line of Business (LOB) applications and associated third-party vendors.
Stay current with system information and IT updates.
Manage incoming phone calls, maximizing availability and minimizing missed calls.
Resolve an average of 10-12 tickets per day.
Maintain accurate ticket statuses and report time worked.
Record all troubleshooting efforts and communications on tickets.
Ensure SLA timelines are met and follow escalation procedures.
Collaborate with co-workers and team leads for speedy resolution.
Review and update assigned tickets daily.

Qualifications

High School Diploma or GED.
2 or more years of experience in network/IT systems and troubleshooting steps.
Proficiency with information technology regarding both hardware and software.
Working knowledge of Microsoft server and desktop operating systems, specifically Server 2016 and above
Working knowledge of Windows 10 and above.
Basic networking knowledge, switches, routers, firewalls, VLANs, wireless,
Experience with Active Directory Exchange, O365, Entra (Azure)
CompTIA license a plus
Requires up to 20% travel (local)